About the Role

We are seeking a Production Support Engineer to support Beyond Finance’s ambitious growth. You will provide strategic, innovative, and cost-effective support solutions to increase efficiency, reliability, and integration of our services and operations. You will work in a semi-autonomous and fast-paced environment.

What You’ll Do

The Production Support Engineer will help

• Handle Tier III support for Operations users of CRM tools and dependent systems.
• Act as an escalation point to other support teams.
• Investigate, diagnose and debug production issues coming from agents, alerts and other escalation paths.
• Reproduce and debug customer issues by using existing, or building new, tools.
• Increase incident response and resolution efficiencies and lower the human intervention time on related tasks.
• Collaborate with other technology teams across the organization to create effective monitoring solutions.
• Escalate trends, bugs, and other system errors to product and engineering teams to provide corrective and preventative actions.
• Contribute to product documentation, knowledge transfer, customer knowledge base, and best practices guides.
• Identify and troubleshoot recurring issues and own projects to drive product improvements.
• Drive critical escalations in technically challenging situations in collaboration with engineering teams.
• Monitor and manage communications during high impact incidents via relevant channels.

What We Look For

• 5+ years of orchestration and cloud computing experience.
• 5+ years of hands-on database experience.
• 5+ years of Support Engineering, Software Engineering, or System Administration experience.
• Development background or familiarity with debugging code.
• Familiarity with Ruby and/or JavaScript.
• Experience with GitHub, GitLab, CodeCommit, or similar tools.
• Understanding of AWS S3, CloudWatch, ECS, EC2, Lambda, and Workspaces.
• Well-organized, excellent work ethic, pays attention to detail, and self-starting.
• Ability to independently track project progress and identify process gaps.
• Excellent written and verbal communication skills.
• Experience with SQL.
• Experience with frontline support of operations users and third-party applications.
• Experience with a major platform for ticketing and support (FreshService, Zendesk, Zoho, ServiceNow, etc.).
• Demonstrable clarity of thought and the ability to independently navigate ambiguous situations to achieve results.
• Proven ability to work successfully with limited supervision and prioritize tasks for various stakeholders.